Customer Service Professional in Springfield, OR at Royal Caribbean Cruises Ltd.

Date Posted: 2/16/2020

Job Snapshot

Job Description

Representative, TSS Contact Center

Company Overview

Journey with us. Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.


Position Summary:

Contact Center Representatives must demonstrate an upbeat and friendly disposition, excellent customer service skills, build professional relationships with travel partners, and represent Royal Caribbean as a best-in-class contact center. Team members must position and sell Royal Caribbean products and services on each call in the Group and Individual Reservations areas. Handles routine requests and calls for Groups, specialty products, cruise enhancements, services, pricing and company website assistance.  Makes initial group bookings, reviews terms and conditions with travel agents on new group business and answers any questions during group servicing.  They perform all the duties large volumes of incoming Groups, Individual Reservations and Special Products requests and are assigned additional skills requiring at least intermediate product knowledge. Team members are responsible to conduct research and complete special projects.

Position Summary:

  • Answers telephone calls and email correspondence from travel partners and direct guests. Provides details regarding Royal Caribbean Group products services and promotions, individual reservations and special programs. Quotes prices and availability including cross-selling and up-selling.  Secures group and individual bookings.
  • Services existing groups including making changes to group and individual reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information to accommodate special needs. 
  • Supports travel partner and guest calls regarding groups, specialty products, pre-cruise purchases, and vendor partnerships. Assists travel partners and/or guests in navigation of consumer and trade websites or assists in the website confirmation process
  • Supports travel partner and guest calls regarding specialty products, pre-cruise purchases, and vendor partnerships. Assists travel partners and/or guests in navigation of consumer and trade websites or assists in the website confirmation process
  • Conducts complex research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. 
  • Clearly explains group and special product policies, processes and expectations to prevent communications between Royal Caribbean and the travel agencies or direct guests. 
  • Responsible to concisely explain complex policies, terms and conditions, accounting, invoices and commissions. 
  • Understands, updates and reviews all aspects of group files including verification of cabin inventory, air requirements, hotel packages, accounting invoices, payments, manifests, and documentation. Utilizes systems to accurately track and evaluate application of certificates and concisely communicates findings and next steps to callers.
  • Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees. 
  • Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.




Job Requirements

Qualifications, Knowledge and Skills:

  • High School Diploma required; Associate or Bachelor¿s degree preferred or equivalent combination of education and experience.
  • Six months of Customer Service experience required
  • Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. 
  • Ability to calculate figures and amounts such as discounts, commissions, and percentages.  Ability to understand and explain a complex group accounting and commissions.
  • Ability to make decisions where multiple variables and tight deadlines exist, assess complex situations and make mutually beneficial decisions where limited standardization exists, and assess complex and non-routine situations.
  • Effective communications skills in spoken and written formats with both internal and external customers.  Attention to detail is critical.
  • Ability to write reports, memos and business correspondence. 
  • Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. 
  • Ability to effectively convey information in one-one-one and small group situations to customers, clients and other employees of the organization also required.

Physical Demands:

  • The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. Must be able to sit at a call center workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

  • Successful candidates must be able to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise).

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Must be Authorized to work in the United States


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